Lampiran 1
Kuesioner Penelitian
No :
PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN
PELANGGAN PADA PT. HOTEL SANTIKA
PREMIERE DYANDRA MEDAN
I.
Identitas Responden
Nama
: ...
Jenis Kelamin
: ...
Umur
: ...
Pekerjaan
: ...
II.
Petunjuk Pengisian
Berilah tanda checklist (
√
) sesuai dengan pilihan jawaban yang ada pada
kolom isian yang tersedia.
Penelitian dapat dilakukan berdasarkan skala berikut ini :
SS
= Sangat Setuju
S
= Setuju
KS
= Kurang Setuju
TS
= Tidak Setuju
STS
= Sangat Tidak Setuju
Responden yang berusia 17 tahun ke atas dan pernah berkunjung atau
menggunakan jasa Hotel Santika Premiere Dyandra sebanyak 2 (dua) kali
baik penginapan, convention atau jasa lainnya.
A.
Variabel Kualitas Pelayanan (
Service Quality
)
No
Pertanyaan
SS
S
KS
TS
STS
A. Bukti Fisik (
Tangible
)
1
Hotel Santika Dyandra memiliki interior kamar
yang lengkap, nyaman, bersih dan tertata dengan
baik
2
Hotel Santika Dyandra memiliki fasilitas lengkap
seperti kolam renang, fitness, convention dan
Spa serta outlet Food and Beverage.
3
Hotel Santika Dyandra memiliki karyawan
berpenampilan rapi, bersih, dan menarik.
4
Brosur Hotel Santika Dyandra memberikan
informasi yang jelas.
B. Kehandalan (
Reliability
)
1
Karyawan hotel memberikan pelayanan yang
maksimal
2
Kemauan dan kejujuran karyawan hotel dalam
}}}}}}}}
B.
Variabel Kepuasan Pelanggan (
Customer Satisfaction
)
No. Pertanyaan
SS
S
KS
TS
STS
1
Saya merasa puas akan kualitas pelayanan
yang diberikan sesuai harapan
2
Saya merasa puas dengan kenyamanan saat
berada di kamar hotel
3
Saya puas atas pelayanan karyawan hotel
saat melakukan reservasi kamar
4
Saya akan merekomendasikan kepada
teman atau kerabat menggunakan jasa
Hotel Santika Premiere Dyandra
Terima kasih atas partisipasi Bapak/ Ibu dalam pengisian kuesioner ini.
3
Prosedur pengurusan reservasi kamar/event dan
transaksi lainnya akurat, cepat dan tepat
C. Daya Tanggap (
Responsiveness
)
1
Karyawan hotel tanggap menjawab pertanyaan
pelanggan
2
Karyawan hotel menangani masalah atau
keluhan yang dialami pelanggan secara tepat.
3
Karyawan hotel memberikan informasi yang
dibutuhkan pelanggan secara tepat
4
Karyawan hotel merespon permintaan pelanggan
secara tepat dan cepat
D. Jaminan (
Assurance
)
1
Karyawan hotel mampu meyakinkan pelanggan
terhadap keamanan hotel
2
Hotel Santika Dyandra mempunyai karyawan
yang memiliki kompetensi dan professional
dalam melayani pelanggan
3
Karyawan hotel memberikan rasa percaya
kepada pelanggan untuk menangani masalah
yang dihadapi pelanggan
E. Empati (
Empathy
)
1
Karyawan hotel mampu menjalin hubungan yang
baik dengan pelanggan
2
Karyawan hotel mampu berkomunikasi dengan
baik
3
Karyawan hotel mampu melayani pelanggan
dengan penuh perhatian
Lampiran 2
Frequency Table
Q1
Frequency Percent Valid Percent Cumulative Percent
Valid Tidak setuju 1 3.3 3.3 3.3
Kurang setuju 2 6.7 6.7 10.0
Setuju 16 53.3 53.3 63.3
Sangat setuju 11 36.7 36.7 100.0
Total 30 100.0 100.0
Q2
Frequency Percent Valid Percent Cumulative Percent
Valid Kurang setuju 2 6.7 6.7 6.7
Setuju 15 50.0 50.0 56.7
Sangat setuju 13 43.3 43.3 100.0
Total 30 100.0 100.0
Q3
Frequency Percent Valid Percent Cumulative Percent
Valid Tidak setuju 3 10.0 10.0 10.0
Kurang setuju 1 3.3 3.3 13.3
Setuju 16 53.3 53.3 66.7
Sangat setuju 10 33.3 33.3 100.0
Total 30 100.0 100.0
Q4
Frequency Percent Valid Percent Cumulative Percent
Valid Kurang setuju 10 33.3 33.3 33.3
Setuju 10 33.3 33.3 66.7
Sangat setuju 10 33.3 33.3 100.0
Total 30 100.0 100.0
Q5
Frequency Percent Valid Percent Cumulative Percent
Valid Tidak setuju 2 6.7 6.7 6.7
Kurang setuju 4 13.3 13.3 20.0
Setuju 18 60.0 60.0 80.0
Sangat setuju 6 20.0 20.0 100.0
Q6
Frequency Percent Valid Percent Cumulative Percent
Valid Setuju 11 36.7 36.7 36.7
Sangat setuju 19 63.3 63.3 100.0
Total 30 100.0 100.0
Q7
Frequency Percent Valid Percent Cumulative Percent
Valid Tidak setuju 1 3.3 3.3 3.3
Kurang setuju 1 3.3 3.3 6.7
Setuju 9 30.0 30.0 36.7
Sangat setuju 19 63.3 63.3 100.0
Total 30 100.0 100.0
Q8
Frequency Percent Valid Percent Cumulative Percent
Valid Tidak setuju 1 3.3 3.3 3.3
Kurang setuju 2 6.7 6.7 10.0
Setuju 15 50.0 50.0 60.0
Sangat setuju 12 40.0 40.0 100.0
Total 30 100.0 100.0
Q9
Frequency Percent Valid Percent Cumulative Percent
Valid Tidak setuju 2 6.7 6.7 6.7
Kurang setuju 5 16.7 16.7 23.3
Setuju 15 50.0 50.0 73.3
Sangat setuju 8 26.7 26.7 100.0
Total 30 100.0 100.0
Q10
Frequency Percent Valid Percent Cumulative Percent
Valid Kurang setuju 2 6.7 6.7 6.7
Setuju 9 30.0 30.0 36.7
Sangat setuju 19 63.3 63.3 100.0
Q11
Frequency Percent Valid Percent Cumulative Percent
Valid Setuju 12 40.0 40.0 40.0
Sangat setuju 18 60.0 60.0 100.0
Total 30 100.0 100.0
Q12
Frequency Percent Valid Percent Cumulative Percent
Valid Tidak setuju 10 33.3 33.3 33.3
Kurang setuju 5 16.7 16.7 50.0
Setuju 10 33.3 33.3 83.3
Sangat setuju 5 16.7 16.7 100.0
Total 30 100.0 100.0
Q13
Frequency Percent Valid Percent Cumulative Percent
Valid Tidak setuju 3 10.0 10.0 10.0
Kurang setuju 2 6.7 6.7 16.7
Setuju 13 43.3 43.3 60.0
Sangat setuju 12 40.0 40.0 100.0
Total 30 100.0 100.0
Q14
Frequency Percent Valid Percent Cumulative Percent
Valid Tidak setuju 4 13.3 13.3 13.3
Kurang setuju 3 10.0 10.0 23.3
Setuju 10 33.3 33.3 56.7
Sangat setuju 13 43.3 43.3 100.0
Total 30 100.0 100.0
Q15
Frequency Percent Valid Percent Cumulative Percent
Valid Tidak setuju 5 16.7 16.7 16.7
Kurang setuju 3 10.0 10.0 26.7
Setuju 11 36.7 36.7 63.3
Sangat setuju 11 36.7 36.7 100.0
Q16
Frequency Percent Valid Percent Cumulative Percent
Valid Tidak setuju 2 6.7 6.7 6.7
Kurang setuju 6 20.0 20.0 26.7
Setuju 14 46.7 46.7 73.3
Sangat setuju 8 26.7 26.7 100.0
Total 30 100.0 100.0
Q17
Frequency Percent Valid Percent Cumulative Percent
Valid Tidak setuju 2 6.7 6.7 6.7
Kurang setuju 4 13.3 13.3 20.0
Setuju 14 46.7 46.7 66.7
Sangat setuju 10 33.3 33.3 100.0
Total 30 100.0 100.0
Q18
Frequency Percent Valid Percent Cumulative Percent
Valid Kurang setuju 1 3.3 3.3 3.3
Setuju 15 50.0 50.0 53.3
Sangat setuju 14 46.7 46.7 100.0
Total 30 100.0 100.0
Q19
Frequency Percent Valid Percent Cumulative Percent
Valid Kurang setuju 2 6.7 6.7 6.7
Setuju 14 46.7 46.7 53.3
Sangat setuju 14 46.7 46.7 100.0
Total 30 100.0 100.0
Q20
Frequency Percent Valid Percent Cumulative Percent
Valid Tidak setuju 3 10.0 10.0 10.0
Kurang setuju 8 26.7 26.7 36.7
Setuju 9 30.0 30.0 66.7
Sangat setuju 10 33.3 33.3 100.0
Q21
Frequency Percent Valid Percent Cumulative Percent
Valid Tidak setuju 1 3.3 3.3 3.3
Kurang setuju 3 10.0 10.0 13.3
Setuju 12 40.0 40.0 53.3
Sangat setuju 14 46.7 46.7 100.0
Total 30 100.0 100.0
Q22
Frequency Percent Valid Percent Cumulative Percent
Valid Setuju 16 53.3 53.3 53.3
Sangat setuju 14 46.7 46.7 100.0
Lampiran 3
Tabel 3.3
Validitas Instrumen
Scale Mean
if Item
Deleted
Scale
Variance if
Item Deleted
Reliability
Scale: ALL VARIABLES
Case Processing Summary
N %
Cases Valid 30 100.0
Excludeda 0 .0
Total 30 100.0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's Alpha N of Items
.681 4
Correlations
Correlations
Q1 Q2 Q3 Q4 Skor Total
Q1 Pearson Correlation 1 .804** .284 .114 .764**
Sig. (2-tailed) .000 .129 .548 .000
N 30 30 30 30 30
Q2 Pearson Correlation .804** 1 .247 .068 .718**
Sig. (2-tailed) .000 .188 .723 .000
N 30 30 30 30 30
Q3 Pearson Correlation .284 .247 1 .188 .681**
Sig. (2-tailed) .129 .188 .321 .000
N 30 30 30 30 30
Q4 Pearson Correlation .114 .068 .188 1 .546**
Sig. (2-tailed) .548 .723 .321 .002
N 30 30 30 30 30
Skor Total Pearson Correlation .764** .718** .681** .546** 1
Sig. (2-tailed) .000 .000 .000 .002
N 30 30 30 30 30
Reliability
Scale: ALL VARIABLES
Case Processing Summary
N %
Cases Valid 30 100.0
Excludeda 0 .0
Total 30 100.0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's Alpha N of Items
.634 3
Correlations
Correlations
Q5 Q6 Q7 Skor Total
Q5 Pearson Correlation 1 .382* .184 .792**
Sig. (2-tailed) .037 .329 .000
N 30 30 30 30
Q6 Pearson Correlation .382* 1 .083 .609**
Sig. (2-tailed) .037 .661 .000
N 30 30 30 30
Q7 Pearson Correlation .184 .083 1 .655**
Sig. (2-tailed) .329 .661 .000
N 30 30 30 30
Skor Total Pearson Correlation .792** .609** .655** 1
Sig. (2-tailed) .000 .000 .000
N 30 30 30 30
Reliability
Scale: ALL VARIABLES
Case Processing Summary
N %
Cases Valid 30 100.0
Excludeda 0 .0
Total 30 100.0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's Alpha N of Items
.774 3
Correlations
Correlations
Q8 Q9 Q10 Q11 Skor Total
Q8 Pearson Correlation 1 .344 .407* -.075 .690**
Sig. (2-tailed) .063 .026 .694 .000
N 30 30 30 30 30
Q9 Pearson Correlation .344 1 .490** .212 .837**
Sig. (2-tailed) .063 .006 .262 .000
N 30 30 30 30 30
Q10 Pearson Correlation .407* .490** 1 -.133 .705**
Sig. (2-tailed) .026 .006 .485 .000
N 30 30 30 30 30
Q11 Pearson Correlation -.075 .212 -.133 1 .498
Sig. (2-tailed) .694 .262 .485 .010
N 30 30 30 30 30
Skor Total Pearson Correlation .690** .837** .705** .498 1
Sig. (2-tailed) .000 .000 .000 .010
N 30 30 30 30 30
Reliability
Scale: ALL VARIABLES
Case Processing Summary
N %
Cases Valid 30 100.0
Excludeda 0 .0
Total 30 100.0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's Alpha N of Items
.627 3
Correlations
Correlations
Q12 Q13 Q14 Skor Total
Q12 Pearson Correlation 1 .087 .302 .645**
Sig. (2-tailed) .647 .104 .000
N 30 30 30 30
Q13 Pearson Correlation .087 1 .728** .762**
Sig. (2-tailed) .647 .000 .000
N 30 30 30 30
Q14 Pearson Correlation .302 .728** 1 .877**
Sig. (2-tailed) .104 .000 .000
N 30 30 30 30
Skor Total Pearson Correlation .645** .762** .877** 1
Sig. (2-tailed) .000 .000 .000
N 30 30 30 30
Reliability
Scale: ALL VARIABLES
Case Processing Summary
N %
Cases Valid 30 100.0
Excludeda 0 .0
Total 30 100.0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's Alpha N of Items
.727 4
Correlations
Correlations
Q15 Q16 Q17 Q18 Skor Total
Q15 Pearson Correlation 1 .179 .115 .161 .652**
Sig. (2-tailed) .344 .545 .396 .000
N 30 30 30 30 30
Q16 Pearson Correlation .179 1 .555** .061 .721**
Sig. (2-tailed) .344 .001 .751 .000
N 30 30 30 30 30
Q17 Pearson Correlation .115 .555** 1 .149 .712**
Sig. (2-tailed) .545 .001 .432 .000
N 30 30 30 30 30
Q18 Pearson Correlation .161 .061 .149 1 .422*
Sig. (2-tailed) .396 .751 .432 .020
N 30 30 30 30 30
Skor Total Pearson Correlation .652** .721** .712** .422* 1
Sig. (2-tailed) .000 .000 .000 .020
N 30 30 30 30 30
Reliability
Scale: ALL VARIABLES
Case Processing Summary
N %
Cases Valid 30 100.0
Excludeda 0 .0
Total 30 100.0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's Alpha N of Items
.699 4
Correlations
Correlations
Q19 Q20 Q21 Q22 Skor Total
Q19 Pearson Correlation 1 -.132 .028 .262 .451*
Sig. (2-tailed) .486 .883 .161 .012
N 30 30 30 30 30
Q20 Pearson Correlation -.132 1 -.293 -.009 .483**
Sig. (2-tailed) .486 .116 .962 .007
N 30 30 30 30 30
Q21 Pearson Correlation .028 -.293 1 .240 .447*
Sig. (2-tailed) .883 .116 .202 .013
N 30 30 30 30 30
Q22 Pearson Correlation .262 -.009 .240 1 .597**
Sig. (2-tailed) .161 .962 .202 .000
N 30 30 30 30 30
Skor Total Pearson Correlation .451* .483** .447* .597** 1
Sig. (2-tailed) .012 .007 .013 .000
N 30 30 30 30 30
Lampiran 4
Regression
Variables Entered/Removed
Model Variables Entered Variables Removed Method
1 Empati,
Kehandalan, Daya Tanggap, Bukti Fisik, Jaminan a
. Enter
a. All requested variables entered.
Model Summaryb
Model R R Square Adjusted R Square
Std. Error of the
Estimate Durbin-Watson
1 5.576 5.131 5.021 1.371 1.928
a. Predictors: (Constant), Empati, Kehandalan, Daya Tanggap, Bukti Fisik, Jaminan b. Dependent Variable: Kepuasan Pelanggan
ANOVAb
Model Sum of Squares df Mean Square F Sig.
1 Regression 5.613 5 1.123 5.598 .032
Residual 176.577 94 1.878
Total 182.190 99
a. Predictors: (Constant), Empati, Kehandalan, Daya Tanggap, Bukti Fisik, Jaminan b. Dependent Variable: Kepuasan Pelanggan
Coefficientsa
Model
Unstandardized Coefficients
Standardized Coefficients
t Sig.
Collinearity Statistics
B Std. Error Beta Tolerance VIF
1 (Constant) 15.379 2.301 6.683 .000
Bukti Fisik .059 .084 .075 4.700 .036 .894 1.118
Kehandalan .006 .112 .006 3.052 .039 .824 1.214
Daya Tanggap .143 .094 .163 3.514 .033 .886 1.129
Jaminan .028 .086 .037 4.325 .026 .799 1.251
Empati .028 .088 .035 4.315 .013 .817 1.223
Collinearity Diagnosticsa
Model Dimen
sion Eigenvalue
Condition Index
Variance Proportions
(Constant) Bukti Fisik Kehandalan
Daya
Tanggap Jaminan Empati
1 1 5.957 1.000 .00 .00 .00 .00 .00 .00
2 .017 18.732 .01 .07 .06 .01 .65 .02
3 .009 25.428 .01 .02 .34 .00 .22 .44
4 .008 26.985 .01 .59 .00 .34 .07 .01
5 .006 32.344 .00 .17 .56 .35 .05 .35
6 .003 46.313 .98 .15 .03 .30 .01 .18
a. Dependent Variable: Kepuasan Pelanggan
Residuals Statisticsa
Minimum Maximum Mean Std. Deviation N
Predicted Value 16.31 17.38 16.91 .238 100
Std. Predicted Value -2.533 1.988 .000 1.000 100
Standard Error of Predicted Value
.175 .650 .322 .096 100
Adjusted Predicted Value 16.10 17.48 16.91 .257 100
Residual -3.638 3.254 .000 1.336 100
Std. Residual -2.654 2.375 .000 .974 100
Stud. Residual -2.704 2.468 .001 1.008 100
Deleted Residual -3.775 3.516 .001 1.432 100
Stud. Deleted Residual -2.800 2.539 .000 1.019 100
Mahal. Distance .622 21.257 4.950 3.951 100
Cook's Distance .000 .166 .012 .024 100
Centered Leverage Value .006 .215 .050 .040 100
One-Sample Kolmogorov-Smirnov Test
Unstandardized Residual
N 100
Normal Parametersa,,b Mean .0000000
Std. Deviation 1.33551750
Most Extreme Differences Absolute .070
Positive .070
Negative -.064
Kolmogorov-Smirnov Z .698
Asymp. Sig. (2-tailed) .714
